MANAGING CONFLICT 0 1 Managing Conflict Finding common

MANAGING CONFLICT 0

1

Managing Conflict • Finding common ground • Providing tools to settle disputes • Stepping in to make unilateral decisions (on rare occasions) 2

Opening Exercise 3

Be Aware of Yourself • Why is the issue important? • Does it really matter? 4

Be Aware of Others • • 5 Trust Experience Understand Care

Set the Scene for Cooperative Resolutions • Listen • Pay Attention • “Involvement, Involvement!” 6

The Most Important Question “What do you want? ” 7

Questions for Conflict Resolution 1. 2. 3. 4. 8 What do you want? What are you doing to get it? Is it working? Consider alternate approach?

Effective Communication in Conflict Situations 1. 2. 3. 4. 9 Spoken Words Tone of Voice Body Language Emotions

Negotiating Limits and Rules 10

Negotiating Limits and Rules Scenario 1: 11

Negotiating Limits and Rules • Be clear about boundaries • Stick to them • Involve the group in determining those limits 12

Negotiating Limits and Rules Scenario 2: 13

Cooperative Approach • Ideal Approach • Engages Everyone • Find Own Solution 14

Proscriptive Approach • What I want. • What I understand you are doing. • Why that isn’t working for me. • What I need you to do. 15

Leader Group Contract My Job Is Your Job Is • Ensure your safety • Tell me when you don’t feel safe • Help me ensure your safety • Be honest with me • Treat me with respect • Help you • Be honest with you • Treat you with respect 16

Conclusion Ultimate goals of conflict resolution: – to build on common ground – to listen – to find solutions 17

Ticket Begin to Work Your Ticket After: October 20, 2008 Finish Your Ticket Not Later Than: April 19, 2010 18